Shopper Mailbag: Your Questions Answered

This is the first in a series of posts where Senior Directors of Operations, Sean and Dave, will address real questions from Shoppers.

Let’s face it, shopping can be tough. Knowing when different fruits and vegetables are ripe, having to make difficult replacement decisions, understanding the various state laws surrounding alcohol — it’s definitely more than just driving from point A to point B.

But no worries — we’re here to help! As a Senior Director of Operations, I’ve had the opportunity to listen to and learn from Shoppers across the U.S. Here are some the best questions Shoppers have asked me, to help new and experienced Shoppers alike.

If you find this post helpful, click the hand clap icon and feel free to submit your own questions. Based on your feedback, we’ll share questions from fellow Shoppers regularly. Submit your questions to shoppermailbag@instacart.com. Please include your first name, your last initial, and the city where you shop.

Without further ado, let’s get into the first Shopper Mailbag —

Sometimes I get batches that don’t fit in my car and are really hard to carry. Is Instacart doing anything to help make very large batches more practical?

I’ve seen first-hand how difficult it can be for a Full Service Shoppers to fit multiple club store batches into their compact car. Here’s what we’re doing to make very large batches more manageable —

• The New Earnings Structure, which will be available to all Full Service Shoppers in a few weeks, allows Shoppers to see details of the batch before accepting it. Larger batches will come with larger commissions, and as always, Shoppers are free to accept or not accept these batches.
• We’re testing out batch size limits, meaning batches that exceed a certain size will never be included in a double or triple batch.
• We’re working with retailers to get more information on product sizes and weights so we can offer Shoppers more pay for difficult batches.

A Shopper prepares to deliver an order to a customer’s doorstep.

Sometimes I’m very busy, but other times, hours will go by without getting a batch offered to me. Why is that?

Every week we try to estimate when customers will place orders so we know how many hours to make available to Shoppers.

We’re currently looking at different options to make sure Shoppers have batches offered when they’re available to shop, including “on-demand” shopping, the ability to shop without pre-scheduling any hours. With this feature, you can open the app, see available batches, and choose which to claim whenever you decide to shop.

Also, we’re considering clustering orders so there’s a more predictable number of batches during those times. We’ll let you know when we’re testing new batching methods in your area so we can get your feedback.

What do I do when the item the customer requested isn’t available, and I’m not sure of a good replacement?

Great replacements can really delight your customers — especially when they’re counting on that item to make tonight’s dinner.

Here’s how experienced Shoppers suggest handling replacements —

1. Make sure the item is truly out of stock. Sometimes stores change their layout, so the item you’re looking for might just be on a different aisle. You can ask a store employee for help if you can’t find something.
2. Look at the Suggested Replacements in the Instacart Shopper app. These often can help suggest items that are a similar option, e.g., organic, gluten-free, etc.
3. Text a replacement suggestion to the customer that’s similar to the original item. Try to suggest replacements that have a similar health option, quantity, and price.

Here’s an example of what you can text a customer about a replacement: “Good afternoon, I’m currently shopping for your order and Rao’s Marinara sauce was out of stock, so I replaced it with Newman’s Own Marinara sauce. Please let me know if you’d like me to replace it with something else or if you have any other changes you’d like me to make before I head out. Thanks!”

Pro-tip: Create a text shortcut to save time when messaging customers.

4. Remind the customer of the replacement when you’re delivering it to them. A quick “In case you didn’t catch it in the app, I replaced your Rao’s Marinara sauce with Newman’s Own Marinara sauce” can really make a difference to the customer experience (which can help increase tips).

A Shopper texts a customer about a replacement.

How can I find out about full time roles or other opportunities with Instacart?

It’s great that you’re interested in furthering your career with Instacart! We have hired dozens of former Shoppers in various roles. Many In Store Shoppers have been promoted to Shift Leads, Site Managers, and other operational roles.

If you’re interested in working for Instacart in San Francisco, Atlanta, or Toronto, check out our Careers Page. We have lots of openings. Also, keep an eye out for emails about upcoming roles for Trainers or Mentors in your area.

That’s it for our first Shopper Mailbag! Again, if you’d like to see Shopper Mailbag continue, click on the hand clap icon and submit your questions, along with your first name, last initial, and city to shoppermailbag@instacart.com. I look forward to answering your questions in the coming weeks.

For more tips on improving your shopping experience, visit the Shopper Help Center.

— Sean, Senior Director of Operations